Freshdesk in our organization.

We are using Freshdesk to manage IT service ticketing. Before, we used simple emails, which had become quite unmanageable. With Freshdesk, we have tickets in a single environment easily assignable to team members. It is possible to insert private notes for each ticket with notifications to other members, which is a handy function. With these simple functions, we have already greatly improved our IT helpdesk service.

Actually, we haven't yet used those advanced features because our clients are inside clients from our organization, so they do not come and go. However, they appreciate the new system that is much better than having simple emails responses as we did before getting Freshdesk in place in our IT team.